8 Things You Should STOP Saying to Grieving Families (And What To Say Instead)

Gone are the days where client families automatically call up your funeral home to purchase a $8,000 casket because that’s the way they’ve always done it.

Nope. The client families of today want guidance, support and options. They want to talk to you about how you can help them, and not in the same way you helped their grandparents.

So when a grieving modern day client family walks through your doors, how do you spark a conversation with them that makes them feel guided, supported, and like they have options?

The conversations we’re having with the client families of today are much different than the ones we had, say, ten years ago. And it’s the conversations you’re having with client families that are at the heart of every extraordinary customer service experience. Say the wrong things, and you’re bound to offend someone… or even worse, lose a client family all together.

We asked our tribe of funeral professionals all over the world “what should you NEVER say to grieving families as a funeral professional?” on our social media channels, and we found our 8 top offenders.

Without further ado, here’s our list of the top 8 things you should stop saying to grieving families, and a little guidance on what to say instead.

Remember… we’re only as helpful as our words are

“People may not remember exactly what you did, or what you said, but they will always remember how you made them feel.” – Maya Angelou

As a funeral professional, your “job description” may be to serve a certain amount of client families per year. But more importantly, you’re here to make someone’s life easier when they’ve faced a loss. That is why it’s called funeral service.

Let’s not forget why we’re truly here. The more we can connect with our families on a deeper level – and not just on a professional, sales level – the more likely they’ll remember how we made them feel. And in this day and age, that’s everything.

We want to hear from you!

What are some things you’ve stopped saying to client families over the years, and what have you found that works better? Tell us in the comments below, or share your thoughts on our Facebook post!

Rochelle Rietow

funeralOne

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  1. emma rose

    april